The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!
From the Wiki University
What evidence can you provide to prove your understanding of each of the following citeria?
Contribute to quality customer standards
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Customer service standards are accessed, interpreted, applied and monitored in the workplace in accordance with enterprise policies and procedures. Completed |
Evidence:
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Contributions are made to the development, refinement and improvement of service policies, standards and processes. Completed |
Evidence:
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Implement customer service systems
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All personnel are encouraged to consistently implement customer service systems. Completed |
Evidence:
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Customer feedback is reviewed in consultation with appropriate personnel and is analysed when improving work practices. Completed |
Evidence:
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Customer service complaints are identified and adjustments made to ensure continued service quality. Completed |
Evidence:
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Adjustments are communicated to all those involved in service delivery within appropriate time frames. Completed |
Evidence:
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Delivery of services/products is coordinated and managed to ensure they effectively and efficiently meet agreed quality standards. Completed |
Evidence:
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Manage networks to ensure customer needs are addressed
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Effective regular communication is established with customers. Completed |
Evidence:
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Relevant networks are established, maintained and expanded to ensure appropriate referral of customers to products/services from within and outside the organization. Completed |
Evidence:
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Procedures are put in place to ensure that decisions about targeting of customer services are based on up-to-date information about the customer and the products/services available. Completed |
Evidence:
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Procedures are put in place to ensure that referrals are based on the matching of the assessment of customer needs and availability of products/services. Completed |
Evidence:
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Records of customer interaction are maintained in accordance with organisational procedures. Completed |
Evidence:
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